SERVICE LEVEL AGREEMENT (SLA)

1. Scope

This Service Level Agreement (the “SLA”) governs the use of all products and services delivered by Hosting Cloud. Hosting Cloud may modify this policy at any time without notice and the current version of this policy will be available on the Hosting Cloud website (hostingcloud.com.au) at all times.

2. Service Commitment

Hosting Cloud is committed to providing services to its customers at a standard of excellence commensurate with the best practice within the IT hosting industry. Hosting Cloud’s goal is to achieve an 100% service availability across all services provided to customers and uses a fully redundant network, enterprise grade switching, routing, firewall and server technology to best achieve this goal.

3. Support Requests

The customer is able to submit support requests by contacting Hosting Cloud via our website or customer portal. Customer support requests will be handled as soon as possible with priority being given to issues with a more critical severity rating.

4. Monitoring

Hosting Cloud conducts internal monitoring of all core systems using multiple monitoring platforms. In the event of a services uptime being questioned for SLA based assurances, Hosting Cloud’s monitoring platforms will determine the service uptime and the determination is final.

5. Service Performance

All services within our network are monitored 24/7 for potential performance issues. As a result, our service offering is generally of an extremely high standard. There are many factors which can impact on the performance of a given service – ie) software being used, excessive traffic or denial of service attacks, internet connection speeds, usage of a service in a way that it is not designed. As a result, service performance, speed or degradation issues are not covered by an SLA.

If you suspect a service related performance issue, please open a support ticket so that we may investigate further.

6. Website hacking or defacement

Hosting Cloud offers a “best effort” Incident report for website hacking or defacement. We do not guarantee to monitor for such issues, however we have employed security software to disable malicious code or files uploaded to your account to help protect against further hacking or defacement. If we detect and issue, we will contact you and provide information as to the suspected cause and best method of resolution.

As you are given the freedom to upload files to your account, you also have the freedom to unknowingly upload vulnerable or malicious files. Malicious files will be scanned and quarantined by our malware scanners, however there is no such scan for a vulnerable file.

Firewalls, brute force and intrusion detection methods are used on our servers, however it is your obligation to ensure that best practice security measures are followed ie) strong passwords, software kept up to date.

Should you discover a hacking or defacement related issue before we do, please open a support ticket so that we may investigate further.  After our investigations, we will issue an incident report outlining what has occurred and suggestions to help prevent it from reoccurring in the future.

7. Classification of Incidents

Classification of Incidents applies to core network and client services covered by a support contract and service schedule. It does not apply to shared hosting, issues at the application level or outside of our core network.

Incident Severity Impact Description
Severity One Major Impact Severity One incidents affect a large number of users or customers, interrupt business, and affect service delivery.
Severity Two Major Impact Severity Two incidents affect a few staff and interrupt work to some degree. Customers may be slightly affected or inconvenienced.
Severity Three Minor Impact Severity Three incidents are those that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained.
Change Request / Service Request No Impact This is a request from the client to make modification to the configuration or setup of one or multiple hosted services.
Administrative Request No Impact This is a request in relation to billing, sales or administration of the services and is of a non-technical nature

 

Incident Severity Acknowledge Respond Repair
Severity One 15 Minutes 1 Hour 4 Hours
Severity Two 30 Minutes 2 Hours 8 Hours
Severity Three Same Day Next Business Day Two Business Days
Severity Four Same Day Next Business Day Two Business Days
Change Request / Service Request Next Business Day Next Business Day Two Business Days
Administrative Request Next Business Day Next Business Day Two Business Days

Classification of incidents is at the sole discretion of Hosting Cloud.

8. Incident Reports

For downtime less than 45 minutes, our Status Page will indicate service availability and any updates for resolution. For downtime greater than 45 minutes, we will issue an incident report outlining the nature of the incident and steps taken to resolve and prevent repeat occurrences. Incident reports will be posted on https://status.hostingcloud.com.au

9. Service Level Availability

Core Infrastructure;

Hosting Cloud provides a core infrastructure SLA of 99.99% for core network services. This includes our core switches, core routers and core firewall services. In the event Hosting Cloud experiences core infrastructure downtime resulting in a breach of SLA, the following credits are available on request.

100% to 99.99% – Up to 4 mins – 0% Credit
99.99% to 99% – Between 4 mins and 7 hours 26 mins – 15% Credit
99% to 95% – Between 7 hours 27 mins and 37 hours 12 mins – 30% Credit
95% to 90% – Between 37 hours 13 mins and 74 hours 24 mins – 65% Credit
Less than 90% – More than 74 hours 25 mins – 100% Credit

This credit will not be applicable to any ‘add-on’ services associated with the product such as licenses and is only valid for the affected service(s).

Hosting Infrastructure;

Hosting Cloud provides a hosting infrastructure SLA of 99.9% for hosting services.  In the event Hosting Cloud experiences hosting infrastructure downtime resulting in a breach of SLA, the following credits are available on request.

100% to 99.9% – Up to 44 mins – 0% Credit
99.9% to 98% – Between 45 mins and 14 hours 52 mins – 15% Credit
98% to 95% – Between 14 hours 53 mins and 37 hours 12 mins – 30% Credit
95% to 90% – Between 37 hours 13 mins and 74 hours 24 mins – 65% Credit
Less than 90% – More than 74 hours 25 mins – 100% Credit

This credit will not be applicable to any ‘add-on’ services associated with the product such as licenses and is only valid for the affected service(s).

10 . Scheduled Maintenance

Hosting Cloud maintains a weekly window between Thursday at 22:00 to 02:00 on a Friday morning in order to conduct maintenance related tasks. During this window, parts of Hosting Cloud’s infrastructure may be unavailable for short periods of time. Scheduled and emergency maintenance is not included in availability or uptime calculations.

Hosting Cloud will notify customers of any scheduled outage or downtime during this period with a minimum of 24 hours notification to the customer, but reserves the right to conduct hazardous work during this maintenance window without notification to the customer.

Emergency scheduled downtime may occur due to unforeseen events or security related incidents. Due to the nature of such emergency works, there may be minimal notice provided for such events. WP Hosting will endeavor to provide as much notification as possible and try and minimise the occurrence of such events.

Notifications for scheduled or emergency maintenance will be posted on https://status.hostingcloud.com.au

11. Change Requests

Any requests for change must be delivered by an authorised customer representative of which can be maintained within our customer portal. Change requests will be completed during business hours and commenced within one business day of the initial lodgement of the change request in writing from the authorised customer representative.

12. Customer Credit

In the event that Hosting Cloud experiences infrastructure or network downtime as a result of SLA breach then Hosting Cloud will apply a credit to the customers’ account in an amount equal to the credits listed in the above tables.

Incidents are deemed to begin from the time the Customer lodges a support ticket. All SLA credits must be requested via a support ticket.  SLA credit will not be available to clients who have overdue invoices on their account.  SLA credit may not exceed monthly fee for any given service.

13. Exceptions

Customer shall not be entitled to any Credit hereunder if Infrastructure Downtime or Network Downtime is caused by:

a) Scheduled maintenance or upgrades and emergency maintenance or upgrades as per Section 5 of this agreement.

b) Customer’s acts or omissions (or acts or omissions of others engaged or authorised by customer), including but not limited to, firewall blocks, custom scripting or coding (CGI, Perl, HTML, PHP, etc.), any negligence, wilful misconduct, or use of the Service in breach of Hosting Cloud’s Terms of Service and Acceptable Use Policy.

c) DNS propagation issues outside the direct control of Hosting Cloud.

d) Issues with FTP, POP3, IMAP, SMTP, SSH, cPanel or Webmail.

e) Denial of Service attack, Distributed Denial of Service attack , hacker activity, or other malicious event or code targeted against Hosting Cloud or a Hosting Cloud Customer.

f) Failure of any Network, Power or Internet Infrastructure not owned or managed by Hosting Cloud.

g) Circumstances beyond Hosting Cloud’s reasonable control, including but not limited to, acts of any governmental body, war, insurrection, sabotage, theft, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, Denial of Service attacks, or failure of third party software (including but not limited to cPanel, CloudLinux, VMWare, Veeam, Network Dynamics Client Area, payment gateways, statistics or free scripts).